The Red Cross was voted Service Desk of the Year under Focus on IT Support at the Bonnier Conference Center in Stockholm on 6-7 October. The Red Cross has been using ComAround's web-based support service since 2009 as a support channel to support its end users before they call their staffed Service Desk.
The Red Cross's Service Desk Manager Gülan Torun about ComAround Self Service: The introduction of the "Self Service Portal" has increased the Service Desk's efficiency by means of the support that is offered in rollouts of new IT services and upgrades of existing systems. The "Self Service Portal" is also a good marketing window for the Red Cross's IT Department!
Reason for winner of the Support Institute Award for Service Desk of the Year 2010
"The jury chose this year's winner for its success in achieving a wide-ranging improvement in the quality of the delivery of IT support in a short time. By focusing on users' needs and offering services that create value such as e-courses and access to strategic information, it has been possible to increase the proportion of satisfied users beyond expectations. The entire support organisation now has a clear customer focus, which is producing results.
This year's winner not only has a clearly defined user focus, it has also introduced ITIL processes with roles and targets, as well as a catalogue of services, which has resulted in a clearer undertaking that can more easily be measured. The winner has achieved major improvements in front-line support. The jury would like in particular to highlight the winner's work to create measurable targets that can be followed up as a success factor.
The winner of the Support Institute's award for Service Desk or Helpdesk of the Year is the Swedish Red Cross's Service Desk."
Congratulations on being named Service Desk of the Year!
We've been developing smart services for more than twenty years now, helping everyone working on computers to resolve their problems quickly and easily online. Companies in more than 130 countries are reducing their support costs and improving their service by using ComAround Self Service™ 24 hours a day, 365 days a year. Our clients include companies such as the Swedish International Development Cooperation Agency, Ericsson, Sandvik, Statoil, SEB, Skandia, IKEA and hundreds of smaller companies.